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An automation center of excellence (CoE) is a dedicated team within an organization that is responsible for driving and managing the implementation of data automation technologies across the entire enterprise. The center of excellence framework drives success, empowers users, and provides quality delivery by promoting efficient management, feedback loops, risk reduction, and tighter controls.
The purpose of an automation CoE is to create a scalable and sustainable approach to automation efforts. It is responsible for:
- Strategy and value
- Business engagement and delivery
- Platform maintenance and upgrades
- Use case expansion and extension
Overall, an automation CoE serves as a hub of expertise and knowledge for driving and managing data automation initiatives.
By establishing organization-wide technologies and best practices, the CoE enables your organization to optimize the benefits of your automation program across all business units.
How should you structure your automation CoE?
An automation CoE brings together a cross-functional group of professionals to create an environment that breeds consistency, cohesion, and knowledge retention across the automation journey.
There's no one-size-fits-all approach to building and managing centers of excellence. Your organization should create a model that is appropriate for your size, resources, and use cases — which may involve a mix of approaches that evolve over time.
Centralized |
Under this model, one central team controls the platform and performs all configuration, from deploying new automation solutions to changing existing ones. This approach consolidates knowledge, confers greater control over the automation platform, and ensures consistency of delivery. However, we find that the centralized model can become a bottleneck over time. |
Decentralized |
In a decentralized model, sometimes called a "citizen developer" model, the entire organization has access to automation technologies and can configure them however they want. This less bureaucratic approach can increase adoption and proliferate knowledge across functional teams, but it's difficult to control and manage. |
Hybrid/hub and spoke/federated |
The hybrid approach is our preferred model. It combines a centralized control center with decentralized elements. In this model, the automation center of excellence provides centralized governance and support, defines best practices, and drives awareness. Hubs that are closer to business units or regions support use case discovery and delivery and provide first-line support. While we prefer the hybrid approach, organizations may wish to start with a centralized model, then move to a hybrid model as users become more competent in order to scale business outcomes. |
The 4 key functions of an automation CoE
No matter what structure you choose, an automation CoE should aim to fulfill these four key functions to ensure your business achieves the benefits of intelligent automation at scale.
1. Define use cases aligned with strategy
Strong executive sponsorship and leadership creates alignment and direction for automation platform usage.
The primary roles involved in this function are the executive sponsor, application owner, and business analysts. They focus on aligning automation with business objectives by:
- Defining use cases aligned with high-value opportunities and business goals
- Establishing metrics and key performance indicators
Ideal use cases for an Xceptor automation CoE are heavy on unstructured data, involve large numbers of data sources, and require a mix of data manipulation and workflow configuration. We’ve developed a scorecard to help organizations determine whether a use case is a good fit for their CoE.
[add scorecard image]
The success of this function is measured in increased automation, risk reduction, and cost reduction.
2. Business engagement and delivery
In this function, CoE team members collaborate to deliver intelligent automation to the business. Activities include:
- Managing demand and resources
- Training and upskilling business users
- Raising awareness and promoting adoption of automation tools
Our clients use Xceptor Connect, our user community, to facilitate enablement at scale. Thousands of Xceptor users worldwide use Xceptor Connect to ask questions, share knowledge, and learn about the platform. Citizen developers, advanced users, and Xceptor partners can even complete certifications to showcase their Xceptor credentials to their professional networks.
The success of this function is measured in the number of projects delivered on time and on budget.
3. Platform architecture
By establishing a centralized governance framework and gateway to enablement, a center of excellence can eliminate duplication and establish important standards for automation teams to adhere to.
This function requires collaboration between the product owner and members of technology and operation teams. It focuses on automation operations and technology, including:
- Deployment of automation technologies
- Data governance processes
- Platform access and security standards
- Technical standards
- Upgrade management
- Configuration management and best practices
The success of this function is measured in platform security and performance, ease of system administration and management, and upgrades.
4. Platform adoption and use case expansion
In this function, the product owner and business analysts work together to identify new automation opportunities and scale the business impact of intelligent automation. It involves:
- Increasing the number of use cases
- User empowerment
- Learning and knowledge retention
The success of this function is measured in adoption, usage, and number of business cases.
We often help our clients promote their CoEs around the business. For example, clients run innovation days, during which they demonstrate the platform and capabilities to users who may benefit from applying data automation to their use cases.
Best practices for establishing your automation CoE
A center of excellence is a formidable means of extracting the full potential of your automation investments. When the whole organization is confidently pursuing automation goals, productivity and fulfillment reach new heights.
However, establishing and maintaining a high-performing center of excellence is not an overnight task. Here are some best practices you should follow to create a CoE that supports your overarching automation strategy now and as you reach greater automation maturity.
Set the foundation
The center of excellence framework brings business leaders together with a team of experts from the business, IT, and operations teams to support the organization in achieving the benefits of automation. When you start out, it's critical to define key elements of your strategy and create a plan to achieve short- and long-term transformation goals and objectives.
When you first embark on your automation project, start by:
- Defining the success framework using the above functions and metrics
- Determine the delivery model
- Establish use cases and align them to roadmap and strategic goals
It’s important to establish cultural tenets around how your CoE will engage with the business. We strongly recommend an iterative delivery model that involves quick feedback cycles in order to deliver value quickly.
Completing these foundational tasks will set your CoE up to scale the impact of automation across the business.
Empower your teams
A CoE should provide the gateway to enablement, eliminating duplication of effort and driving scalability by creating a centralized source of information and guidance for all users.
To deepen your automation implementation, you will:
- Enable and empower teams
- Plan an education program to increase competence and awareness of the benefits of automation
- Adopt a train-the-trainer approach to scale automation adoption
In addition to our Xceptor Connect user community, we offer a training hub to help clients scale enablement. Xceptor Academy offers pathways to train users from entry level to advanced through programs designed specifically for centers of excellence.
These steps will help you realize more business benefits as you scale delivery of automation services across the business.
Validate and improve
Building a CoE is a long-term effort. Evaluation and monitoring are critical to measuring and increasing return on investment. Ongoing evaluation will also enable you to capture best practices, address lessons learned, and course correct where necessary.
To achieve true enterprise automation, you should:
- Identify new automation candidates and expand use cases
- Use the metrics you defined to assess the value of your CoE
- Continually iterate on your strategy to achieve your long-term vision
What is an automation center of excellence?
An automation center of excellence (CoE) is a dedicated team within an organization that is responsible for driving and managing the implementation of data automation technologies across the entire enterprise. The center of excellence framework drives success, empowers users, and provides quality delivery by promoting efficient management, feedback loops, risk reduction, and tighter controls.
The purpose of an automation CoE is to create a scalable and sustainable approach to automation efforts. It is responsible for:
- Strategy and value
- Business engagement and delivery
- Platform maintenance and upgrades
- Use case expansion and extension
Overall, an automation CoE serves as a hub of expertise and knowledge for driving and managing data automation initiatives.
By establishing organization-wide technologies and best practices, the CoE enables your organization to optimize the benefits of your automation program across all business units.
How should you structure your automation CoE?
An automation CoE brings together a cross-functional group of professionals to create an environment that breeds consistency, cohesion, and knowledge retention across the automation journey.
There's no one-size-fits-all approach to building and managing centers of excellence. Your organization should create a model that is appropriate for your size, and resources, and use cases — which may involve a mix of approaches that evolve over time.
Centralized
Under this model, one central team controls the platform and performs all configuration, from deploying new automation solutions to changing existing ones. This approach consolidates knowledge, confers greater control over the automation platform, and ensures consistency of delivery. However, we find that the centralized model can become a bottleneck over time.
Decentralized
In a decentralized model, sometimes called a "citizen developer" model, the entire organization has access to automation technologies and can configure them however they want. This less bureaucratic approach can increase adoption and proliferate knowledge across functional teams, but it's difficult to control and manage.
Hybrid/hub and spoke/federated
The hybrid approach is our preferred model. It combines a centralized control center with decentralized elements. In this model, the automation center of excellence provides centralized governance and support, defines best practices, and drives awareness. Hubs that are closer to business units or regions support use case discovery and delivery and provide first-line support.
While we prefer the hybrid approach, organizations may wish to start with a centralized model, then moveing to a hybrid model as users become more competent in order to scale business outcomes.
The 4 key functions of an automation CoE
No matter what structure you choose, an automation CoE should aim to fulfill these four key functions to ensure your business achieves the benefits of intelligent automation at scale.
1. Define use cases aligned with strategy
Strong executive sponsorship and leadership creates alignment and direction for automation platform usage.
The primary roles involved in this function are the executive sponsor, application owner, and business analysts. They focus on aligning automation with business objectives by:
- Defining use cases aligned with high-value opportunities and business goals
- Establishing metrics and key performance indicators
Ideal use cases for an Xceptor automation CoE are heavy on unstructured data, involve large numbers of data sources, and require a mix of data manipulation and workflow configuration. We’ve developed a scorecard to help organizations determine whether a use case is a good fit for their CoE.
The success of this function is measured in increased automation, risk reduction, and cost reduction.
2. Business engagement and delivery
In this function, CoE team members collaborate to deliver intelligent automation to the business. Activities include:
- Managing demand and resources
- Training and upskilling business users
- Raising awareness and promoting adoption of automation tools
Our clients use Xceptor Connect, our user community, to facilitate enablement at scale. Thousands of Xceptor users worldwide use Xceptor Connect to ask questions, share knowledge, and learn about the platform. Citizen developers, advanced users, and Xceptor partners can even complete certifications to showcase their Xceptor credentials to their professional networks.
The success of this function is measured in the number of projects delivered on time and on budget.
3. Platform architecture
By establishing a centralized governance framework and gateway to enablement, a center of excellence can eliminate duplication and establish important standards for automation teams to adhere to.
This function requires collaboration between the product owner and members of technology and operation teams. It focuses on automation operations and technology, including:
- Deployment of automation technologies
- Data governance processes
- Platform access and security standards
- Technical standards
- Upgrade management
- Configuration management and best practices
The success of this function is measured in platform security and performance, ease of system administration and management, and upgrades.
4. Platform adoption and use case expansion
In this function, the product owner and business analysts work together to identify new automation opportunities and scale the business impact of intelligent automation. It involves:
- Increasing the number of use cases
- User empowerment
- Learning and knowledge retention
The success of this function is measured in adoption, usage, and number of business cases.
We often help our clients promote their CoEs around the business. For example, clients run innovation days, during which they demonstrate the platform and capabilities to users who may benefit from applying data automation to their use cases.
Best practices for establishing your automation CoE
A center of excellence is a formidable means of extracting the full potential of your automation investments. When the whole organization is confidently pursuing automation goals, productivity and fulfillment reach new heights.
However, establishing and maintaining a high-performing center of excellence is not an overnight task. Here are some best practices you should follow to create a CoE that supports your overarching automation strategy now and as you reach greater automation maturity.
Set the foundation
The center of excellence framework brings business leaders together with a team of experts from the business, IT, and operations teams to support the organization in achieving the benefits of automation. When you start out, it's critical to define key elements of your strategy and create a plan to achieve short- and long-term transformation goals and objectives.
When you first embark on your automation project, start by:
- Defining the success framework using the above functions and metrics
- Determine the delivery model
- Establish use cases and align them to roadmap and strategic goals
It’s important to establish cultural tenets around how your CoE will engage with the business. We strongly recommend an iterative delivery model that involves quick feedback cycles in order to deliver value quickly.
Completing these foundational tasks will set your CoE up to scale the impact of automation across the business.
Empower your teams
A CoE should provide the gateway to enablement, eliminating duplication of effort and driving scalability by creating a centralized source of information and guidance for all users.
To deepen your automation implementation, you will:
- Enable and empower teams
- Plan an education program to increase competence and awareness of the benefits of automation
- Adopt a train-the-trainer approach to scale automation adoption
In addition to our Xceptor Connect user community, we offer a training hub to help clients scale enablement. Xceptor Academy offers pathways to train users from entry level to advanced through programs designed specifically for centers of excellence.
These steps will help you realize more business benefits as you scale delivery of automation services across the business.
Validate and improve
Building a CoE is a long-term effort. Evaluation and monitoring are critical to measuring and increasing return on investment. Ongoing evaluation will also enable you to capture best practices, address lessons learned, and course correct where necessary.
To achieve true enterprise automation, you should:
- Identify new automation candidates and expand use cases
- Use the metrics you defined to assess the value of your CoE
- Continually iterate on your strategy to achieve your long-term vision
